United Airlines proves that the customer isn’t always right

(BUSINESS NEWS) Another passenger lost their mind on a flight and instead of kissing the customer’s rear, the pilot stood strongly for all of the other passengers, proving the customer isn’t always right.

The customer isn’t always right

Turning the popular customer service adage on its head, United Airlines recently showed a customer how wrong they can be. A New Year’s Day flight destined for San Francisco hadn’t make it far from its origin in Sydney, when an aggressive passenger’s irate behavior forced the plane to make an unscheduled landing in Auckland, NZ.

Reportedly, an American man aboard flight UA870 began verbally abusing two Indian and Pakistani passengers whom he was seated between. The passenger became upset when the two men he was sharing an aisle with spoke over him in a non-English language.

A slew of racist remarks from the upset man quickly ensued, and the flight team was called to intervene. However, when they attempted to calm the man and deescalate the situation, he turned his vitriol in their direction instead. He unleashed a number of homophobic slurs and hateful insults, prompting the flight team to report the matter to the pilot.

An extremely costly outburst

While unnecessary flight diversions are extremely costly and inconvenient for all, particularly for intercontinental flights such as this one, the pilot made the decision to stop the plane in Auckland and remove the hostile passenger from the flight. The estimated cost of the emergency landing, which included one night of accommodation for the passengers stranded in New Zealand is said to be around $150,000.

The passenger was arrested, and apparently barred from entering the country.

Not an isolated event

However costly, the actions of the flight crew attending to this United Airlines flight speak volumes about their dedication to the comfort and personal safety of all their passengers over some.

Earning positive PR

It takes very little to cause discomfort and upset in an enclosed and intimate space, such as on an airplane, and diverting a flight to have a single passenger removed was a bold move.

The best PR comes straight from customers themselves, and throughout the incident on the San Francisco bound flight, a handful of passengers on the plane took to Twitter to share their videos and laud the calm, professional demeanor of the in-flight staff.

Caroline is a Staff Writer at The American Genius. She recently received her Masters of Fine Art in Creative Writing from St. Mary’s College of California. She currently works as a writer as well as a Knowledge Manager for a startup in San Francisco.

If you want to hire your top pick, studies say quit stalling

The phrase “Slow and steady wins the race” may describe your optimal strategy in some departments, but according to a study by 3Gem, hiring isn’t one of them. If you’re waiting more than a month before deciding on a new hire, you’re most likely not getting your first pick.

The study, conducted via 9,000 employees, determined that around 67 percent of employees had passed on their first job choice because they didn’t hear back from an employer before a second opportunity arose. Additionally, 70 percent of those surveyed said that they wouldn’t stick around for a job if the hiring process took more than a month from start to finish.

If your ears are burning, it may be time to change your hiring tactics.

This isn’t to say that you should rush into hiring; your recruiting process deserves time and ample consideration. However, taking more than a few weeks to go through the process of starting recruiting, meeting applicants, and making your final offer means that you’re both missing out on top-notch talent and wasting the time of countless potential recruits.

Consider your applicant pool: the majority of your options are either currently unemployed or heading in that direction (volitionally or otherwise). Few people can afford to stay unemployed for more than a month, meaning that any option, regardless of whether your business is the employee’s dream environment, starts to look better than your lack of a timely answer.

From an employee’s perspective, an application is as good as rejected if they haven’t heard back within a couple of weeks, and having no income during that period of time is suboptimal. Waiting for more than four weeks before making a decision, to say nothing of more than that—20 percent of the surveyed employees had experienced wait times of over two months—is unacceptable.

The math is simple: exceptional candidates have neither the time nor the need to wait for a response. If you place hiring over other activities during your recruiting bouts, prioritize the top one percent of your applicants, and make your final offer the second you’ve made up your mind, you’ll see an increase in in-house talent in no time.

Freelance freedom

Between 2004 and 2014, independent contracting employment increased from 12 percent to only about 18 percent. In the last several years the gig economy has exploded onto the scene.

The 2016 Bureau of Labor Statistics report shows that the rate of self-employment in America is falling, and yet more people are engaging in freelance work, which last year stood at an impressive 35 percent of the total economy.

What gives?

The answer, backed by several surveys, is simple.

People with full-time jobs are increasingly participating in part-time gigs.

And although the Uber driver has become the poster-child, the scope of the gig economy is much wider.

A growing gig nation

The BLS report clearly states, “Gig workers are spread among diverse occupation groups and are not easily identified (added emphasis) in surveys of employment and earnings.”

For many millennials, it is the sole source of income. For others, it is an easy way to make some extra cash. Today’s millennials have less purchasing power than Baby Boomers or Gen Xers. But this picture no longer accurately portrays the essence of the gig economy.

However, instead of opening their own businesses by quitting their full-time jobs (a common practice in the past), they are pouring their passion into these freelance gigs IN ADDITION to their full time jobs.

The gig economy today has thus become an outlet that captures their expressions of creativity.

Gigs reaching beyond their stereotypical niche

The tech industry is already well known for a thriving gig economy. Contractual Web-developers (~$31/hr), Software developers (~$48/hr), Graphic Designers, and Multimedia Artists are all experiencing high demands.

But gig economy culture is spreading to other sectors of the economy, largely facilitated by the internet experience.

It is infiltrating administrative & support services, healthcare and even real estate.

Seasonal gigs are still a thing

Some demands are very much seasonal. Contract Accountants (~$30/hr) are in high demand as taxpayers try to submit their returns before April 15. Other gig economies are in demand year round.

Truck delivery is one of the highest paid gigs, which got a boost through the popularity of Amazon and eBay.

Low barriers to entry also make gig economies attractive. Take for example, Airbnb. So long as you have a spare room in a well-located, highly visited city, you can partake in the hospitality business!
This is good news for our economy! The criticisms it faces are mostly unfounded, and must be resisted.

Don’t listen to the haterz

The media and the government often unfairly characterizes the gig economy. The contract worker is seen as a victim, as being preyed upon by the big businesses, entering an exploitative arrangement, often unknowingly and against his own best interest.
The advent of the gig economy is painted as the death of salaries, health insurance and vacation days.
The goal of such criticism seems to be to reduce the number of contract workers and increase the number of definable “employees”. This argument overlooks the fact that each of these contracts were entered voluntarily and fulfilled a service that was a gap in the market.

Too many benefits

A 2016 Fastcompany survey found that 75 percent of employees still prefer health benefits to usual industry benefits like remote work.

While that is certainly true of a job seeker without any other job, statistics show us that more freelancers are full-time employees fishing for side gigs.

Forcing contractors to supply fringe benefits would result in duplicative benefits.

Gigging is not predatory

The debate over how to appropriately regulate the gig economy shall continue.

Obviously, companies may come up with strategies to exploit contract employees.

But at a time when traditional employers are experiencing downward pressure on their profit margins and retaining employees while tackling soaring insurance costs has become a challenge, engaging the best and the brightest from the gig economy becomes increasingly necessary. Industries that engage in it should not be seen as predatory.

Helping not hurting

In fact, it is quite the opposite. Gig economies empower the labor market in new innovative ways, when traditional markets have failed them.

Even the best schools in our land now advise their graduates to stop looking for full time jobs and participate in the gig economy.

Therefore, the caricature that the eager job seekers of the gig market must be bottom-of-the-barrel talent pool is also grossly erroneous.

Gotta up the ante

Yet, many companies have under-invested in this area. They have done too little to lobby for themselves and entirely miss out reaping its benefits.

Some still wait for traditional application to populate their inbox instead of actively recruiting from the gig-economy.

Their recruiting strategies are also failing. Mentioning “working remotely” as a reward on the job description is simply not good enough anymore.

Take the first step

Instead, companies should stress on their own unique story: a passion-driven project, with lots of creative leeway and good pay.

How it works: forward any scam email to me@rescam.org – from there, the various personalities of the app work together to respond to that scamming email as though it was a would-be victim.

This helps keep scamming relevant by drawing attention to the issue. The emails exchanged can help teach us more about scammers, who regularly adjust their techniques, and it’s hitting scammers where it hurts – their wallet. Lost profits and wasted time mean the scammers have less time to do the scamming spam sucking that they thrive on.

The website details a few of the most common scams: banking, beneficiaries, romance, and #WesternUnion. With examples of how the app responds. The emails are humorously trolling, and I could see the romance one being an almost awkward comedy skit. Plus, Re:scam boasts some amazing success: over 47,000 emails have been sent and the app is getting a lot done – so far the app boasts five months of wasted time for scammers.

The biggest concern I would have had with this chatbot is quickly dispelled: Re:scam uses a proxy email and doesn’t tangle any of your personal information after you forward the email into the conversation. The site also reminds you that this application does not serve as a spam detection tool, but it does teach you some information to help you recognize spam emails.

In addition to sounding like a perfect revenge via scamming the scammer, the Re:scam chatbot is showing some promise as a great tool to help make the internet a slightly safer place. Give it a go and #SpamtheSpamoutoftheSpammers